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    Issue with emails: Can't reply to customer email - Issue was on 9/16/14

    Asked by besharam on September 19, 2014 at 04:11 PM

    The forms we received on 9/16/14 are not allowing us to respond to the customer's email. I did notice that the email does not show via amazonses. Was there an issue with the server on the 16th. Has it been fixed? Can you let us know what the issue was so we know what we need to do? 

    Page URL:
    http://imbesharam.com/pages/customer-services#contact-us

    email jotform email notification email notification
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    Answered by Ben on September 19, 2014 at 04:45 PM

    Hi,

    I am sorry to hear that.

    Have you checked the submissions for the form under your account? You can see here how to do that http://www.jotform.com/help/269-How-to-view-Submissions

    We did experience issues with our main emailing system, but we caught it on time and switched to backup email servers. This has unfortunately caused some issues in some accounts.

    Do let us know if you can not find the email in your submissions and if you notice any other issues as well and we will notify our developers about it.

    Best Regards,
    Ben

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    Answered by besharam on September 20, 2014 at 11:44 AM

    We received the submissions, but it was an issue with replying to the submissions with our current helpdesk software since the customer's email was not showing in the reply to field and we could not update the email address. Thanks for the update.

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    Answered by Ben on September 20, 2014 at 04:11 PM

    Hi,

    Yes, I understand what you mean. This was a result of a malfunction with out main email system few days ago. We have immediately switched over to the backup email system, but some email notifications got corrupted at that time.

    What I would suggest if you still get this problem is to create a new notification resembling the old and that should resolve your issues. After you confirm that the new notifications are working you can remove the old ones.

    Do let us know how that goes for you.

    Best Regards,
    Ben